Abstract

Describes the process of creating a customer issue ticket, retrieving that ticket by performing a simple GET request, then getting an update on the status and resolution of the ticket.

Create a Ticket

To escalate a customer issue to Cardlytics, first create a ticket.

The ticket creation process is an asynchronous process. Cardlytics will deliver an immediate response back acknowledging that we have successfully received the request. If you do not receive a response back, please attempt to resubmit the ticket until you receive a successful response.

Once a ticket is received successfully, Cardlytics will then attempt to process the ticket. We will validate the information you have provided and will provide an update on the processing status via the ticket update process. See the section that describes how to receive an update.

To create a ticket, you perform a POST request that includes a JSON object in the body of the post. See the samples shown below:

POST

https://pub-api-eu.prod.cardlytics.com/csaapi/v2/tickets

Field	Required	Notes
authorEmailAddress	no	Informational purposes for the FI
sourceTicketId	yes	Publisher's identifier associated with this ticket
sourceCustomerId	yes	Publisher's customer Id
transactionIds	yes	Publisher can include up to 10 different transactions, but they should all be related to the same offer.
offerId	yes	Cardlytics Ad Id field
description	yes	Description of the issue - what is the expected behavior versus the observed behavior?

Sample Create payload:

{
   "offerId": 1000030804,
   "transactionIds": [
       1132328647
   ],
   "sourceTicketId": "testMonzo",
   "sourceCustomerId": 1756524,
   "authorEmailAddress": "tduarte@cardlytics.com",
   "description": "testMonzo description"
}

Sample Response payload: 202 Accepted

Retrieve a Ticket

To retrieve a ticket, simply perform a GET request on the Url shown below. The process is simple enough: you provide the sourceTicketId (your identifier) in the path. The response will be a JSON representation of the fields listed below.

GET:
https://pub-api-eu.prod.cardlytics.com/csaapi/v2/tickets/sourceTicketId

Field	Required	Notes
authorEmailAddress	no	The email address associated with the agent who is managing this issue
cdlxTicketId	yes	The unique identifier for the ticket on the Cardlytics side
sourceTicketId	yes	The Publisher’s identifier for the ticket.
sourceCustomerId	yes	The Publisher’s identifier for the customer.
status	yes	The current status of the ticket: - In Process - Closed
activationDate	no	The date the customer activated the offer
description	yes	The description of the issue provided when the ticket was open
resolutionType	no	- No Credit: Not eligible for reward - No Credit: Reward Pending - No Credit: Reward Received - Blank
cardlyticsResponse	no	The textual response from Cardlytics providing more detail regarding the resolution
offerId	yes	The offer Id for which this issue was reported
transactionIds	yes	The transaction Ids associated with this issue
redemptionId	no	The redemption Ids associated with this issue
ticketCreatedDate	yes	Date/Time the ticket was created. Example: 2024-02-08T15:30:01Z
ticketSolvedDate	no	Date/Time the ticket was solved. Example: 2024-02-09T23:00:01Z

Sample GET response:

{
   "authorEmailAddress": "tduarte@cardlytics.com",
   "cdlxTicketId": 111339,
   "sourceTicketId": "testMonzo",
   "sourceCustomerId": 70940001756524,
   "status": "Closed",
   "activationDate": "2023-10-22T10:54:09",
   "description": "testMonzo description",
   "cardlyticsResponse": "",
   "offerId": 1000030804,
   "transactionIds": [
       1132328647
   ],
   "ticketCreatedDate": "2024-06-13T22:48:17Z",
   "ticketSolvedDate": "2024-06-13T23:06:16Z",
   "redemptionIds": []
}

Receive an Update

As updates are made to a ticket, we will deliver ticket update events to the Publisher on the existing webhook.

The first update Cardlytics publishes after ticket creation will include the processingStatus and the processingStatusMessage to indicate whether or not the ticket was created successfully or if there were errors processing the ticket. If Cardlytics reports back an error after ticket creation, the Publisher should correct the error condition and resubmit the ticket. Common error conditions include:

Invalid customer Id
Invalid transaction Id
Invalid redemption Id
Invalid offer Id
Etc.

The next update Cardlytics publishes will represent the final status of the ticket. The ticket will be closed with the appropriate resolution. If, for some reason, Cardlytics does not have enough information to process the ticket, these will also be closed. Tickets should be recreated with the correct information in this situation.

(Delivered on Webhook)

Field	Required	Notes
authorEmailAddress	no	The email address associated with the agent who is managing this issue
cdlxTicketId	no	The unique identifier for the ticket on the Cardlytics side
sourceTicketId	yes	The Publisher’s identifier for the ticket.
sourceCustomerId	yes	The Publisher’s identifier for the customer.
status	no	The current status of the ticket. Either: - In Process - Closed
processingStatus	yes	This is a field that is specifically used to convey the status of the API call. Success	Error
processingStatusMessage	no	This is the field we will use to convey the specific error message if one occurred
description	no	The description of the issue provided when the ticket was open
resolutionType	no	No Credit: Not eligible for reward No Credit: Reward Pending No Credit: Reward Received
cardlyticsResponse	no	The textual response from Cardlytics providing more detail regarding the resolution

Sample payload success:

{
   "cdlxTicketId": 111339,
   "authorEmailAddress": "tduarte@cardlytics.com",
   "processingStatus": "Success",
   "description": "testM description",
   "sourceTicketId": "testM",
   "status": "Closed",
   "cardlyticsResponse": "",
   "sourceCustomerId": "6a4a5ce6-9484-4051-84c7-07b5d845ab5c"
}

Sample payload Failed:

{
   "offerId": 1000030804,
   "transactionIds": [
       1132328647
   ],
   "resolutionType": "Courtesy Credit",
   "sourceTicketId": "testM",
   "sourceCustomerId": 1756524,
   "authorEmailAddress": "tduarte@cardlytics.com",
   "description": "testM description",
   "institutionId": "7094",
   "processingStatusMessage": "Ticket already exists",
   "processingStatus": "Error"
}